EmpowerU
Founded in November 2019, EmpowerU, Inc. has rapidly evolved from its origins within a leading global brand's tele-service support group to become a standalone entity renowned for its exceptional service delivery. Our organization is driven by a culture that emphasizes resilience, excellence, and a strong sense of community. We prioritize the well-being and professional development of our team members, treating each one as a valued internal client. This approach ensures excellence in service delivery and fosters meaningful relationships with all stakeholders. Core Values: EmpowerU, Inc. is anchored in four fundamental values, known as the 4Cs: Care, Communication, Camaraderie, and Commitment. These principles guide our interactions with clients and among team members, ensuring a cohesive and supportive work environment. Care: Our dedication to exceeding client and stakeholder expectations is paramount. Communication: We maintain transparent and continuous communication to provide exceptional support. Camaraderie: We foster a culture of inclusivity and unity, making our workplace feel like a second home. Commitment: Our unwavering pursuit of excellence defines our approach to every task. Role Overview We’re looking for a strong, dedicated, and highly reliable Global Client Services Representative to join our team supporting clients in the UK and Australia. This isn’t your ordinary customer service role – we need someone hands-on, experienced, and proactive , ready to make an impact from day one. As a Global Client Services Representative , you will be the frontline ambassador of our brand , providing expert support, concern troubleshooting, and personalised guidance to ensure our clients receive the best possible experience. Your ability to multitask, problem-solve, and communicate effectively will be key in guiding clients through their journey, resolving challenges in real-time, and upholding our reputation for excellence. If you thrive in a fast-paced environment, enjoy taking ownership, and are passionate about client success, we want you on our team. Responsibilities Inbound and Outbound Calls : Handle a significant volume of inbound calls while also initiating outbound calls to address client inquiries, provide information, and resolve issues promptly and professionally. Confirmation of Client Attendance: Ensure accurate and timely scheduling of client attendance at events and courses, meticulously confirming their participation and managing any changes efficiently. Rebooking Clients: Proactively rebook clients to attend the next available course, effectively preventing them from changing their minds or opting for transfers, ensuring maximum client engagement and satisfaction. Mailbox Management: Monitor and manage the client services email inbox, promptly responding to inquiries, processing requests, and escalating issues as necessary to ensure swift resolution. Product Knowledge : Develop and maintain a deep understanding of our products or services to provide accurate information and effective solutions to customers. Customer Assistance: Guide customers through the purchasing process, assisting with order processing as needed to ensure a seamless transaction experience. Issue Resolution: Investigate and resolve customer complaints or concerns, ensuring a positive resolution and overall customer satisfaction. Documentation: Maintain detailed records of customer interactions, including issues raised and resolutions provided, for future reference and reporting purposes. Proactive Engagement: Initiate chat conversations with website visitors to offer assistance, answer questions, and enhance the overall customer experience. Feedback Collection: Gather customer feedback and suggestions, conveying valuable insights to the appropriate teams for potential product or service improvements. Collaboration: Collaborate with other departments, including Sales, Marketing, and Technical Support, to ensure a seamless and consistent customer experience. Continuous Learning: Stay updated on industry trends, product updates, and company policies to provide accurate and up-to-date information to customers. Meet monthly KPIs : Achieve and exceed monthly Key Performance Indicators (KPIs) as advised by management, demonstrating a commitment to excellence in customer service. Attendance Adherence: Maintain a strong attendance record, adhering to scheduled shifts and breaks, while ensuring coverage during peak hours to meet customer demand effectively. Compliance to Database Management: Ensure accurate and timely documentation of customer interactions and updates in the company database, maintaining data integrity and confidentiality at all times. Maintain Superb Product Ratings: Ensure the company’s product rating remains superb across reputable platforms such as TrustPilot, actively addressing any negative feedback and facilitating positive customer experiences. Other Adhoc Tasks: Perform other adhoc tasks as advised by management, contributing to the overall success and efficiency of the client services team. Qualifications Bachelor’s degree or equivalent 3–5 years of proven, hands-on client service experience in a fast-paced BPO or customer-facing environment Reliable and proactive with an excellent attendance record Outstanding communication skills , both written and verbal Strong problem-solving, technical troubleshooting, and conflict resolution abilities High-speed, stable internet (50 Mbps+ download/upload) with a backup connection Uninterrupted power supply or backup to stay online during work hours Willingness to work UK or AUS business hours for seamless cross-border collaboration Comfortable working weekends and PH public holidays if required Ready to hit the ground running and start immediately Pay: Php25,000.00 - Php28,000.00 per month Benefits Health insurance Work from home Experience: Client services: 3 years (Required) BPO: 3 years (Required) Work Location: Remote
EmpowerU
